Kerry Express Problem

[Big Boy]

For many years now I have been singing the praises of Kerry Express. The boot has now moved to the other foot, and I'm experiencing the other side of what has, until now been a very impressive service.

We actually ordered something in September, but due to circumstances outside the control of the supplier, it was not despatched from Bangkok until 19 Nov at 23:36

The package was received at the Taptai depot (12 minutes away) on 21 Nov at 04:25.

It was sent out for deliver at 08:36 on 21 Nov.

It is now 13:10 on 25 Nov, and it still hasn't completed it's 12 minute journey.

Guessing something was wrong yesterday, I thought I'd better investigate. Oh great, they have a Live Chat feature. I asked my question, and was immediately assured the parcel would be delivered yesterday. We made sure there was somebody in all day.

By 4pm I was losing the will to live. I got back onto the Live Chat facility. They started giving me insurance details. I persisted, getting very wound up by the rubbish they were replying with. It soon became obvious that the Live Chat didn't have a pulse - it was a smart machine. Eventually, the machine went 'tilt' and told me it couldn't help any more.

We'd already been in touch with the supplier, who gave us the tracking details. I thought it was time to contact them again. They too had been given the run around 4 times yesterday. 3 times they had been promised delivery yesterday, and the 4th time delivery would be today.

This is very unlike Kerry, and it's quite obvious to me they've lost it, but because of the stupid loss of face thing here, they won't admit it. They are playing for time, hoping it turns up. This reluctance to acknowledge the truth is not a good side of Kerry to deal with. Value of the missing goods is 5,250฿, and the supplier will re-send and claim off Kerry, but not until Kerry admit they've lost it. One of the items is essential before 9 Dec, so time is running out.

[Dannie Boy]

For many years now I have been singing the praises of Kerry Express. The boot has now moved to the other foot, and I'm experiencing the other side of what has, until now been a very impressive service.

We actually ordered something in September, but due to circumstances outside the control of the supplier, it was not despatched from Bangkok until 19 Nov at 23:36

The package was received at the Taptai depot (12 minutes away) on 21 Nov at 04:25.

It was sent out for deliver at 08:36 on 21 Nov.

It is now 13:10 on 25 Nov, and it still hasn't completed it's 12 minute journey.

Guessing something was wrong yesterday, I thought I'd better investigate. Oh great, they have a Live Chat feature. I asked my question, and was immediately assured the parcel would be delivered yesterday. We made sure there was somebody in all day.

By 4pm I was losing the will to live. I got back onto the Live Chat facility. They started giving me insurance details. I persisted, getting very wound up by the rubbish they were replying with. It soon became obvious that the Live Chat didn't have a pulse - it was a smart machine. Eventually, the machine went 'tilt' and told me it couldn't help any more.

We'd already been in touch with the supplier, who gave us the tracking details. I thought it was time to contact them again. They too had been given the run around 4 times yesterday. 3 times they had been promised delivery yesterday, and the 4th time delivery would be today.

This is very unlike Kerry, and it's quite obvious to me they've lost it, but because of the stupid loss of face thing here, they won't admit it. They are playing for time, hoping it turns up. This reluctance to acknowledge the truth is not a good side of Kerry to deal with. Value of the missing goods is 5,250฿, and the supplier will re-send and claim off Kerry, but not until Kerry admit they've lost it. One of the items is essential before 9 Dec, so time is running out.

We had a similar experience about a month ago - the item was eventually delivered but not without a considerable amount of intervention by us!!

By contrast, I ordered something Monday and it was delivered today by Lex


Sent from my iPhone using Tapatalk

[thecolonel]

For many years now I have been singing the praises of Kerry Express. The boot has now moved to the other foot, and I'm experiencing the other side of what has, until now been a very impressive service.

We actually ordered something in September, but due to circumstances outside the control of the supplier, it was not despatched from Bangkok until 19 Nov at 23:36

The package was received at the Taptai depot (12 minutes away) on 21 Nov at 04:25.

It was sent out for deliver at 08:36 on 21 Nov.

It is now 13:10 on 25 Nov, and it still hasn't completed it's 12 minute journey.

Guessing something was wrong yesterday, I thought I'd better investigate. Oh great, they have a Live Chat feature. I asked my question, and was immediately assured the parcel would be delivered yesterday. We made sure there was somebody in all day.

By 4pm I was losing the will to live. I got back onto the Live Chat facility. They started giving me insurance details. I persisted, getting very wound up by the rubbish they were replying with. It soon became obvious that the Live Chat didn't have a pulse - it was a smart machine. Eventually, the machine went 'tilt' and told me it couldn't help any more.

We'd already been in touch with the supplier, who gave us the tracking details. I thought it was time to contact them again. They too had been given the run around 4 times yesterday. 3 times they had been promised delivery yesterday, and the 4th time delivery would be today.

This is very unlike Kerry, and it's quite obvious to me they've lost it, but because of the stupid loss of face thing here, they won't admit it. They are playing for time, hoping it turns up. This reluctance to acknowledge the truth is not a good side of Kerry to deal with. Value of the missing goods is 5,250฿, and the supplier will re-send and claim off Kerry, but not until Kerry admit they've lost it. One of the items is essential before 9 Dec, so time is running out.

Similar problem for me.

Ordered off i Herb and package arrived in Thai over 1 month ago!

Still no sign of it in HH!

It went DHL from the Sates to Thai and then apparently it transfers to local post(Thailand Post).

I went to Soi 61 office last week and they couldn't help

As re i Herb they won't step in until Dec 5th which is when it was supposed to be delivered by, which is farcical as that is 6 WEEKS after it arrived in this country

I know a number of you on here use i Herb... any thoughts/suggestions?

Thanks

Sent from my M2007J20CT using Tapatalk

[hhinner]

^^ I had the same thing happen with i-herb a couple of months ago. DHL supposedly delivered the item to Thailand Post then no sign. It hadn't turned up by the expected delivery date so i-herb gave a refund. I found the same thing on Lazada, a little more expensive than i-herb but COD. I've only ever had problems receiving stuff from overseas when DHL have been involved.

[thecolonel]

^^ I had the same thing happen with i-herb a couple of months ago. DHL supposedly delivered the item to Thailand Post then no sign. It hadn't turned up by the expected delivery date so i-herb gave a refund. I found the same thing on Lazada, a little more expensive than i-herb but COD. I've only ever had problems receiving stuff from overseas when DHL have been involved.

Yup, I'm convinced some postal worker in Bkk is wearing my Nivea after shave balm!

Sent from my M2007J20CT using Tapatalk

[handdrummer]

^^ I had the same thing happen with i-herb a couple of months ago. DHL supposedly delivered the item to Thailand Post then no sign. It hadn't turned up by the expected delivery date so i-herb gave a refund. I found the same thing on Lazada, a little more expensive than i-herb but COD. I've only ever had problems receiving stuff from overseas when DHL have been involved.

Yup, I'm convinced some postal worker in Bkk is wearing my Nivea after shave balm!

Sent from my M2007J20CT using Tapatalk

Same here. I've had 3 parcels, from iherb, via DHL, "disappear" after arriving in Thailand. iherb. refunded 1. After that I stopped ordering from them. No their fault. When I've shipped via the more expensive carrier the parcel arrived. It doesn't go through the PO. I suspect that the parcel gets pilfered between the plane and customs.

[Dannie Boy]

Mod are being unusually lenient in not bringing this back to the subject of Kerry Express!!


Sent from my iPhone using Tapatalk

[hin]

The thread is “Kerry Express Problem” True enuf that Kerry is normally very good. Enuf so that not many comments about Kerry Problems to generate it beyond a one post thread. So ironically the thread has drifted. So here is my 2 bits worth.

Lazada has switched to their own proprietary courier - LEX (Lazada Express). About 3 weeks ago LEX returned one package on our order from Bangkok sorting warehouse to China, It did not even reach Hua Hin. Said, we were not available to recieve it and could not contact us. Not true, we were right here every day and other packages on same order did arrive here.

next subject:

had same thing happen with i-herb a couple of months ago. DHL supposedly delivered the item to Thailand Post then no sign. It hadn't turned up by the expected delivery date so i-herb gave a refund.

We see this right here all the time — iHerb shipments disappear when DHL turns them over to Thai customs or Thai post office. Then the purchaser contacts iHerb and iHerb forks out a refund. How long do people think iHerb will keep shipping to Thailand with this scenario..? Any look at Amazon, Ebay, Alibaba, AliExpress, and many others, will disclose that many sellers will not ship to Thailand and there is good reason.

We live here, we know the drill, and people need to take some responsibility by covering their own ass by selecting the option with tracking all way to your door = DHL eCommerce to Thailand then to Hua Hin by Thai Post with tracking. We choose that on our iHerb purchases and have had no problems. Recent iHerb order: 23 Oct = shipping with DHL tracking only to entering Thailand would have been a bit over $1.00, shipping with tracking to our door was $4.44 with estimated delivery Dec 11 - Dec 28, which strangely was about 3 weeks later than estimate for non tracking delivery. Bur the package arrived at our door 20 Nov. Product $50.30 + $4.44 shipping = $54.74 and incidentally no customs duty was charged. If you order somthing maybe its because you want it, so worth $3 more to get it past sticky fingers plus keep iHerb interested in shipping to here.. Surely they could discontinue the cheaper shipping option but that is probably a blanket offering in there electronic system for all international destinations they ship to.

I did not have to be here very long to learn that packages need to have tracking. Tracking only indicates where/when the package goes thru each transfer point, possibly helping to find a lost one, but does not indicate where it went if it goes astray after a transfer point. It does not guarantee you will get the item but it does help and it does prove you did or did not receive it and gives a bit of ammunition when making a complaint. Otherwise you cannot even prove the item was sent to you.

I also order from AliExpress and only order items with tracking. But when packages are small enuf to conveniently slip into a pocket along the way that might happen. So. on the other hand I NEVER register letter mail as that just flags it as somthing somone might want. I only use plain envelopes, even dirty ones, and address them to a person’s name NEVER put a business name on the address. Business name means maybe a check, money, or credit card number inside. If a check is enclosed also put newspaper or somthing so the check cannot be seen when holding the envelope against a light. And NEVER use greeting card sized envelopes, that definitely flags them as possibly having somthing nice inside. If having a pile of important papers that cannot be faxed or emailed it might be worth the bucks to courier it.

Living in developing countries increases the importance of developing some common sense. But sadly, common sense is not so common these days

[hin]

PS: Dannie Boy — aren't you off topic...??

[hin]

PS: Dannie Boy — aren't you off topic...??

[Dannie Boy]

PS: Dannie Boy — aren't you off topic...??

I’m not sure - tell me?

[fft100]

After over 10 years of successful deliveries, we had a problem with Kerry a couple of months ago. Despite someone being in the house all day, they reported no one at home (and didn't attempt a phone call). When I called the next day I was told the parcel had gone back to Bangkok ! I called lazada and they said they would call Kerry, get the parcel sent back and delivered. Very good english and he seemed concerned. After a few days lazada cancelled the order (there decision without consulting me) and a refund was issued the same day.

No idea what really happened.

[caller]

I had a worse problem with DHL. They sent a package back to the UK. Said they didn't have my phone number. They did. It came back gratis. At the time DHL subcontracted to Hua Hin's white van man. He dropped the parcel right in front of me, a painting that had gone halfway around the World - twice - unscathed. The frame was damaged, this being Thailand, it cost me 100 baht to have it fixed. The gallery in Cornwall changed contractor for overseas deliveries.

[handdrummer]

Today, Kerry Express delivered a parcel, from Udon Thani, in 3 days. They called and my wife told them that we weren't home and to drop it over the fence. They did. I've never had a problem with Kerry Express but I've only ordered from the same place each time. Who knows?

[Big Boy]

At the time DHL subcontracted to Hua Hin's white van man.

Yes, we tend to find DHL sub-contract to Grab Food Deliveries. Certainly, we've never had anything delivered by DHL.

On a bright note, our missing package has at last made the 12 minute journey to our house.

It has been suggested to me that Lazada have started up their own delivery company, and this could be why Kerry are struggling at the moment.